Quality in Servicing Diagnostic Clinic Patients
My latest quality trip took me to a local diagnostic clinic. Strategically displayed on the door and near reception was a calendar depicting coloured blocks in the hours of the week. The red, green and yellow coloured blocks clearly marked the likely "wait time" for service; red was longest wait and green was shortest wait.
When asked how these were derived, I was told that the service provider examined data regarding frequency and time of visit. As a means to schedule staff and to improve service, a frequency histogram was used to depict the busiest times. The calendar was used to help their customers understand the best time ( 11 to noon during the week) to visit the diagnostic clinic and avoid a long wait! Green means good for this clinic!
